Workforce Management Real-Time Analyst Role
We are seeking a skilled professional to join our team as a Workforce Management Real-Time Analyst.
The ideal candidate will have strong analytical skills, excellent communication skills, and the ability to work under pressure.
Key Responsibilities:
- Continuously monitor call volumes, agent status, and queue lengths to identify potential issues.
- Proactively adjust agent schedules in real-time by adding or removing agents from queues based on call volume fluctuations.
- Ensure agents take scheduled breaks and manage unplanned absences to maintain optimal staffing levels.
- Track agent adherence to their scheduled work times and identify deviations requiring intervention.
- Generate real-time reports on key metrics like call volume, average handle time, and service level attainment.
- Work closely with operations managers to identify and address operational challenges, providing insights to improve scheduling strategies.
- Analyze real-time data to identify patterns and trends that may impact service levels and proactively address potential issues.
- Escalate critical issues to relevant stakeholders when necessary, such as unexpected high call volumes or staffing shortages.
Required Skills and Qualifications:
- Strong analytical skills with ability to analyze complex data sets.
- Excellent communication skills with ability to effectively communicate with stakeholders.
- Ability to work under pressure in a fast-paced environment.
- Proficiency in workforce management software and tools.
- Understanding of contact center operations and key performance metrics.
Benefits:
- A dynamic and supportive work environment.
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Others:
The selected candidate will be responsible for utilizing workforce management software to monitor real-time data, adjust schedules, and generate reports.
They will also be expected to collaborate with operations teams to identify and address operational challenges, and provide insights to improve scheduling strategies.